Remote Customer Service Leader: Coaching & Support Ops

Placements24; Klerksdorp; Hybrid; ZAR 420,000 - 660,000; Full time

Job summary

Placements24 is seeking a Customer Service Lead for a fully remote role in the consumer goods sector. You will manage a remote team of service representatives across channels, drive performance against KPIs, and implement policies to improve efficiency and customer satisfaction.

The ideal candidate has at least 3 years in a supervisory role, strong communication and problem-solving skills, and experience with CRM systems.

Qualifications

• Proven experience in a customer service role, with at least 3 years in a supervisory or lead capacity.
• Demonstrated ability to lead and manage a remote team effectively.
• Exceptional communication, interpersonal, and problem-solving skills.
• In-depth knowledge of customer service best practices and CRM systems.
• Proficiency in using various communication tools and platforms for remote collaboration.
• Strong analytical skills with the ability to interpret customer data and identify trends.

Responsibilities

• Lead, coach, and motivate a remote team of customer service representatives to achieve performance goals.
• Oversee daily operations, ensuring timely and effective resolution of customer inquiries and issues across various channels (phone, email, chat).
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Identify trends in customer inquiries and feedback, providing insights to relevant departments for product and service improvements.
• Conduct regular performance reviews and provide constructive feedback and ongoing training to team members.
• Handle escalated customer complaints and complex issues, ensuring satisfactory resolution.
• Contribute to the recruitment and onboarding process for new customer service team members.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Foster a positive and supportive team environment that encourages collaboration and knowledge sharing within the remote team.

Skills

Remote team leadership

Customer service

CRM systems

Communication

Education

Bachelor's degree in Business Administration, Communications, or a related field

Tools

CRM platforms

Communication tools

Job description

Placements24 is seeking a Customer Service Lead for a fully remote role in the consumer goods sector. You will manage a remote team of service representatives across channels, drive performance against KPIs, and implement policies to improve efficiency and customer satisfaction.

The ideal candidate has at least 3 years in a supervisory role, strong communication and problem-solving skills, and experience with CRM systems.